Feeling ripped off.... by an Indy!!

Feeling ripped off.... by an Indy!!

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Discussion

peterzoom

Original Poster:

313 posts

206 months

Saturday 21st January 2017
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I wanted a second opinion, or several! on what has occurred with an independent who has been faultless previously.

A month ago we had our 986 in for a small service. The next evening, after the service, I was fuelling up for a trip to Yorkshire and the Cotswolds, and when checking the car over, to my great surprise the oil level was down to one bar above minimum on the electronic gauge and also just above minimum on the dip-stick. As we were leaving early next morning and the car was potentially being traded in on a deal for another vehicle during our trip I felt I had no choice but to check it for leaks there and then, satisfied that there were none I topped it up to level and we set off next morning. We stopped several times on the journey to allow me to double check the level and thankfully all was perfectly fine. In fact over almost 1000 miles the level dropped just one bar from full and showed just below Max on the dip-stick.

I called the Indy on our return to discuss what had possibly happened and they offered to check for leaks but couldn`t offer any other explanation and that was all that was offered. My take is that it was most likely short filled during the service and that I have paid twice for a missing 1L of oil. Once during the service and also when I had to buy a lire at the petrol station.

Anyway the car was sold on our return and a 987 bought as its replacement. I put the `new` car into the same Indy for an oil and filter change only, specifically and only an oil and filter change, nothing more was asked for. My wife went to collect the car and was presented with a bill for over £274!!!!!!!!!!! She was told that the had carried out several other tasks (including £50 for a cabin filter). Now to say I am hacked off would be an understatement and can`t get my head around what the heck has happened to an otherwise reliable and trusted garage.
My wife paid the bill to allow her to collect the car and get on with her day and I feel that we are a bit on the back foot now, given that we have settled the account.
Any views on how best to proceed?

andymc

7,334 posts

206 months

Saturday 21st January 2017
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you could always try calling them

Podie

46,630 posts

274 months

Saturday 21st January 2017
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Vote with your feet.

Magic919

14,126 posts

200 months

Saturday 21st January 2017
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I'll go with B, vote with your feet.

BubblesNW

1,710 posts

182 months

Saturday 21st January 2017
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peterzoom said:
I wanted a second opinion, or several! on what has occurred with an independent who has been faultless previously.

A month ago we had our 986 in for a small service. The next evening, after the service, I was fuelling up for a trip to Yorkshire and the Cotswolds, and when checking the car over, to my great surprise the oil level was down to one bar above minimum on the electronic gauge and also just above minimum on the dip-stick. As we were leaving early next morning and the car was potentially being traded in on a deal for another vehicle during our trip I felt I had no choice but to check it for leaks there and then, satisfied that there were none I topped it up to level and we set off next morning. We stopped several times on the journey to allow me to double check the level and thankfully all was perfectly fine. In fact over almost 1000 miles the level dropped just one bar from full and showed just below Max on the dip-stick.

I called the Indy on our return to discuss what had possibly happened and they offered to check for leaks but couldn`t offer any other explanation and that was all that was offered. My take is that it was most likely short filled during the service and that I have paid twice for a missing 1L of oil. Once during the service and also when I had to buy a lire at the petrol station.

Anyway the car was sold on our return and a 987 bought as its replacement. I put the `new` car into the same Indy for an oil and filter change only, specifically and only an oil and filter change, nothing more was asked for. My wife went to collect the car and was presented with a bill for over £274!!!!!!!!!!! She was told that the had carried out several other tasks (including £50 for a cabin filter). Now to say I am hacked off would be an understatement and can`t get my head around what the heck has happened to an otherwise reliable and trusted garage.
My wife paid the bill to allow her to collect the car and get on with her day and I feel that we are a bit on the back foot now, given that we have settled the account.
Any views on how best to proceed?
So you paid for an extra litre of oil, they might have made a mistake in not filling up fully or there was air trapped which was subsequently released resulting in the low level. They checked for leaks and everything was ok. These things happen.

As for the second event, it seems you thought you were getting an oil change, they thought you were putting the car in for a service. Check your service manual and see what it says. They might have been keeping the service schedule up to date.

My suggestion would be to give them a call and explain what you think has happened and give them the opportunity to explain or rectify. If you're still not happy, walk away.

Hammer67

5,706 posts

183 months

Saturday 21st January 2017
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Regarding the bill for £274.

What did the original job sheet have as work required? Presumably to carry out an oil and filter change.

Unless the garage has proof that you authorised extra work to be carried out you don't have to pay for it.

I appreciate it`s too late now, but what your wife should have done is pay for the oil and filter change and refused to pay for the unauthorised work.

IANAL but AIUI from my time in the motor trade, the garage can not, legally, then refuse to release the car. They can only do that if you refuse to pay for authorised work.

I would now contact them and ask for proof of who authorised the extra work. Then, when, nothing is forthcoming, demand a refund.


g7jhp

6,958 posts

237 months

Saturday 21st January 2017
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Why do people 'post issues' rather than picking up the phone or even better going down and having a face to face discussion to sort it out.

It's not hard if you're not happy, discuss it.

Posting online is only going to wind you up or put the indies back up (I they see it).

Good luck hope you sort it out.

Hugo911

220 posts

104 months

Saturday 21st January 2017
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I think the Indy may see this and pay out to our man, lest he lets the name of the Indy slip out on here wink

SRT Hellcat

7,015 posts

216 months

Saturday 21st January 2017
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a face to face conversation would be my approach. No point bhing about it on here.
Once sorted come back and tell us all is well

turbobloke

103,742 posts

259 months

Sunday 22nd January 2017
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Magic919 said:
I'll go with B, vote with your feet.
I'll also go with that option.

steveo3002

10,493 posts

173 months

Sunday 22nd January 2017
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go somewhere else next time ?

upon collecting the car check the dipstick and have a good nose round the car , discuss the bill with the garage owner if theres any issues

ooid

4,049 posts

99 months

Sunday 22nd January 2017
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steveo3002 said:
upon collecting the car check the dipstick and have a good nose round the car
+ 1. Dunno how many times I've found tiny things to be adjusted after even leaving OPC. "sloppy work" just everywhere nowadays, you gotta double-check everything I'm afraid. Collect the key and enjoy your life is sort of a myth coffee



anonymous-user

53 months

Sunday 22nd January 2017
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Hugo911 said:
I think the Indy may see this and pay out to our man, lest he lets the name of the Indy slip out on here wink
But is it fair to bad mouth an independent if he hasn't spoken to them and given them opportunity to address the issue in the first place?

turbobloke

103,742 posts

259 months

Sunday 22nd January 2017
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Mutema said:
Hugo911 said:
I think the Indy may see this and pay out to our man, lest he lets the name of the Indy slip out on here wink
But is it fair to bad mouth an independent if he hasn't spoken to them and given them opportunity to address the issue in the first place?
ISWYM but why should he be in a position to have to speak with them in the first place?!

Time for a new indy.

anonymous-user

53 months

Sunday 22nd January 2017
quotequote all
turbobloke said:
ISWYM but why should he be in a position to have to speak with them in the first place?!

Time for a new indy.
Things can and do go wrong. For all you know, they might have had an apprentice do the job and someone forgot to check his work. Good faith exists within businesses as well.

I'm not saying what has happened (based on the facts presented) is acceptable but if I had an employee do a bad job and I was the owner of the independent, I'd have hoped that the customer would have spoken to me about it and given me the opportunity to do something about it.

Going down there and speaking to the owner versus emailing or phoning makes a difference. Independents exist on their reputation, I can't see a reasonable claim being unreasonably handled by the owner.

peterzoom

Original Poster:

313 posts

206 months

Sunday 22nd January 2017
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Firstly, thank you all for your input. Always good to get a variety of opinion. I am not one to be throwing anyone under the bus without having a discussion about what happened and why, so that is why I was asking the PistonHead community for an opinion or three.

I fully appreciate that none of us are perfect and sometimes things go wrong, that`s only human, no problem there. So as far as the under-fill on the first service goes I feel it was a warning to keep on checking every car when it comes back from work and never, ever take anything for granted.
However, the work on the second car that was neither asked for nor agreed or discussed at any stage is really irritating me and I can`t understand why the garage chose to do work that wasn`t signed off.

We have been using this Indy for over 5 years and never had this kind of issue. Conversely we also use another Indy for Jaguar work and have done for nearly 30 years. They always call to discuss and agree any other works and costs that might be prudent or necessary prior to going ahead.
I feel that this is the correct and only sensible way to treat your client, keep them informed and respect the likelihood of them having a budget and not treating them like a cash machine. Because that is exactly how I feel we were treated.
I didn't mention at the start but I had already purchased cabin/air filters, wiper blades, door speakers etc etc with the intention of taking care of these consumables myself this weekend. So there was never any question of anything other than an oil and filter change being asked for, there simply can`t be any confusion about what was asked for at all.
Anyway, I will be having a calm and measured discussion with the garage on Monday. Maybe we just have to re-emphasise the terms of business, I hopes so. I am not unhappy that the work wasn`t done or anything like that. I do object to paying £50+labour for a £22 filter that I already had however.
But, thanks again everyone.

Hugo911

220 posts

104 months

Sunday 22nd January 2017
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Do let us know how the conversation goes.

Agree that no garage should be doing extra work without asking and the fact they wouldn't let you have the car back is totally unprofessional when they knew there was a clear dispute which they should have rectified there and then.

You may be able to get the extras back from your bank/credit card company via charge back or section 75, see details at below link. If you paid on Amex they are great at helping in disputes.

http://www.moneysavingexpert.com/shopping/section7...

SRT Hellcat

7,015 posts

216 months

Sunday 22nd January 2017
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Good luck Peter. Let us know how you get on

Shaoxter

4,048 posts

123 months

Monday 23rd January 2017
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I'd much rather have a car that's been filled just above the minimum than overfilled! Maybe if you ask them they'd give you a litre top up?

As for the second situation they might have just been carrying out a standard 12k/24k service, again if you call them maybe they will give you a refund.

Mistakes happen in life, but how the indy responds should tell you if you should keep going there or not!

boxsey

3,574 posts

209 months

Monday 23rd January 2017
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peterzoom said:
Anyway, I will be having a calm and measured discussion with the garage on Monday. Maybe we just have to re-emphasise the terms of business, I hopes so. I am not unhappy that the work wasn`t done or anything like that. I do object to paying £50+labour for a £22 filter that I already had however.
But, thanks again everyone.
Did you tell them not to do the filter because you already had it and would change it yourself? I suspect not and the indy was just being diligent by checking a car that you had just bought and found an extra item that needed attending to. i.e. they used their expert knowledge to look after you and the car. Changing the filter added little to the bill (£274 is a pretty small service bill for a boxster) and I guess they assumed that it was small enough that most customers wouldn't need to be contacted to seek prior approval. I am sure if they had found something much more serious and much more expensive, then they would have contacted you to discuss it.